Complaints

This profile includes complaints for Texas Roadhouse's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Texas Roadhouse

  6040 Dutchmans Ln Louisville, KY 40205-3305

  
• 

  Texas Roadhouse

  2900 James Sanders Blvd Paducah, KY 42001-9471

  
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  Texas Roadhouse

  3029 Richmond Rd Lexington, KY 40509-1508

  
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  Texas Roadhouse

  7475 Peach St Erie, PA 16509

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  Texas Roadhouse

  311 Washington Rd Washington, PA 15301

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order the sirloin steak for dinner around 630 on 1-5. As soon as the food was sat on the table I could smell something awful. I couldn’t figure out what it was and thought it could possibly be the broccoli. I cut into the steak and the texture was very soft. It was as if it was minced. I have no idea why I tasted it. I don’t know what poop taste like but I imagine it tasting very similar to what I tasted. It was the most disgusting thing I’ve ever eaten and spit it out immediately. My breath smelled like poop afterwards. The waiter and manager both agreed it smelled and looked like bad meat however I was still charged for my meal. They apologized and I’m not blaming the waiter but the manager could’ve handled it a lot better. Imagine being served rotten meat and then having to pay for your meal.

  

  Business Response

  Date: 01/07/2025

  Hi there, we would like to close complaint with ID: ********. I have reached out to the guest to confirm the refund for the replacement steak that the guest did pay for, as well as assured the guest that this has been addressed by their Owner Operator and upper management team internally. I also sent the guest a gift certificate in hopes that she will give our brand another chance. 

   

  Thank you!

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fiance and I went to Texas Roadhouse for dinner on 12/30/24. We ordered our meals and the following occurred.
  
  - My fiance ordered a water with no lemon and received water with a lemon.
  - Our entrees took around 55 minutes to arrive.
  - Both of our steaks were overcooked.
  - They forgot my fries and brown gravy.
  - My fiance found a hair in her vegetables.
  
  Granted, the wait staff was very kind and apologized for everything and did their best to remedy every issue. The manager even took a chunk of money off our bill. However, given everything that occurred, we are asking for a full refund. We did reach out to Texas management and someone called us back on the morning of New Years day. We missed the call because we were sleeping but did call the person back (at the number they left) and left a message but have yet to hear anything back.

  

  Business Response

  Date: 01/10/2025

  Hi there, we would like to close complaint with ID: ********* The Managing Partner of our Wyomissing, PA location addressed the guests concerns with their upper management team and issued the guest a gift certificate in hopes they will give us a second chance in the future. 

   

  Thank you!

  Customer Answer

  Date: 01/13/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We accept the certificate but neither of us received one.

  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/13/2025

  We have resent the voucher to ************************* for the guest. He should receive it within an hour at most. If he does not, the guest is welcome to contact us at  ************** and we can assist. 

  Customer Answer

  Date: 01/13/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order on 12/31/24. I arrived to pick it up and the takeout area was very crowded. Granted it was a holiday so I get it being busy but there was one person working the counter alone and seemed to be very overwhelmed. To the left of her at the hostess station 3 workers standing around with one manager laughing and engaging in conversation. I asked the manager " *******" politely was there anyone that could help the young lady at the take out counter. She stated we would need to wait for the food to be ready in the back then rudely stated "Don't worry about it" I was worried about it because I waited over an hour for my food to be ready at the counter it was a huge line with one person working it. The manager didn't offer any assistance and stood laughing with other workers then disappeared off the floor. My food wasn't ready until an hour after its expected time and when I got home 3 mins away my food was cold meaning it was just sitting in the back. The customer service was horrible the manager was rude and to leave one worker to struggle by herself while orders back up and customers wait for cold food is not right. I go to this texas roadhouse all the time and dine in and have never experienced this. I don't appreciate the manager telling me to mind my business, for an hour wait, and cold food. Texas Roadhouse in New Rochelle, NY 10801

  

  Business Response

  Date: 01/05/2025

  Hi there, we would like to close complaint with ID: ********. The manager at our New Rochelle, NY location spoke with this guest and welcomed them back in with a gift certificate for their next visit. We've partnered with them to ensure our guests are having the legendary experience expected. 

   

  Thank you!

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We waited for well over an hour for seating, 30 minutes for raw chicken and the waitress acted like it was a problem to serve us. Another person brought our food because our waitress sucked. They refused to correct the issue. The manager came to our table and yelled at me and tried taking the payment machine from my hands. I will file a complaint with the police department as well. **** is a shit manager.

  

  Business Response

  Date: 01/03/2025

  We can close this case with the ID of ********.The guest wrote into us via the "Contact us" form the night after their visit. Their feedback was sent to the Managing Partner of the Bloomington location who sent the guest 2 $30 vouchers to their email. 

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to eat at 4. We ordered 2 early dining meals and i asked if we could order a third to go. They brought out dinners and the third in a to go box. I asked if we could get two more early dining meals to go and asked the server if they would be early dining meals since we were dining in and he said yes. Later the server came out and said the meals were ready and boxed but they would not be early dining rates because we were not eating them there. I suggested bringing them to the table and then we can take a bite and then box them. The manager then came out and said that was not an option. I said bring them to the table and we will eat them here. The manager went away and then came back with the boxes and said we could have them at the early dining rate. The server then came back and gave the bill without the early dining rate and said if we didnt pay the full rate he would take the boxes away. I said i would only pay the early dining rate so he took the boxes away. Because this added an extra 45 minutes to our dining time and the server was so rude i didnt give him a tip which as a previous server i think have ever only done once before in my life. Point is this was a terrible experience and the server and the restaurant and the customer all lost here. Food was wasted, server didnt get a tip, table was occupied longer during busy hours, restaurant didnt get paid for food it made, customer now has a terrible opinion of restaurant, all because manager was more focused on making a point than seeing the easy win. I have been a long fan of Texas Roadhouse but one experience like this and it may be difficult for me to come back. All for 4 dollars on a $100+ order. Please train your managers better. Customers want deals and appreciate feeling like they were catered to not getting shaked down after being told something different.

  

  Business Response

  Date: 01/08/2025

  Hi there! We would like to close complaint with ID: ********. We have addressed the guest's concerns with the Managing Partner of our Friendswood, TX location. We have also apologized to the guest for their experience and welcomed them back by sending the guest a gift certificate for them to give us a second chance. 

  Thank you!

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a birthday dinner at Texas roadhouse in Colonial Heights, Va & it was not a good experience. We waited several minutes for a waiter to come & acknowledge us being there. Then after ordering my daughter’s ginger ale tasted like acid. Water. I had to request a lemonade in place of it. Then, we got appetizers & no utensils. I had to stop another waitress to get them. Then, my daughter had a side of mashed potatoes the waiter forgot to bring out. Her steak was red inside so we had to request it don’t. He took the same steak back & recooked it instead of bringing a new one. Then, I ordered fried picked to go. They brought it out on a plate. Took it back. Then brought it back for carry out. Then, I saw a piece of black hair on my plate & my hair is brown & black. My birthday brownie was hard as a brick with ice cream they gave me.
  Lastly, I went to pay the $90 bill & had a ********** printed advance gift card for $50 & the manager said they can’t key in the numbers so I couldn’t use it. If I’d known my birthday dinner would have been this bad. I’d gone to ******* ********** or ********* for better service. I’ve never seen a restaurant that can’t key in a credit card number. I want to speak to a district manager. This experience. . I had to ask for toll refills several times before getting them @ they weren’t that busy. I felt like we weren’t Checked on too often. & the customer service was poor From the waiter to manager. Who never apologized for the poor experience or wished me a happy birthday & I showed waiter my id
  A manager only took off $10 because I told her of the poor experience but I spent $90 on several meals here and still wasn’t happy. This was a first & last time coming here to this place.

  

  Business Response

  Date: 12/31/2024

  Hi there, we'd like to close complaint with ID: ********. I have reached out to this guest to apologize for her experience with her meal and the customer service provided during some confusion regarding a ********** Gift Card. Our restaurants do not have the ability to key/type in credit or debit card numbers, only Texas Roadhouse brand gift cards, which I told the guest and apologized for the inconvenience of not being able to accept it. I also sent the guest a $60 gift certificate to use on their next visit, in hopes the guest will give us a second chance. 

   

  Thank you! 

• Initial Complaint

  Date:12/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, December 21,2024, My boyfriend, my 2 year old grandson, and I stopped at Texas Roadhouse in Cedar Falls, IA to get something to eat and take a break from Christmas shopping. While we were there, we asked for a $50 gift card before paying our bill. Our server said sure and headed to get it. By the time he came back to the table, I was dealing with unhappy 2 year old so we left. Long story short, we never received the $50 gift card or the $5 gift card for buying the first one. I have reached out to the restaurant twice now and was literally just told that they wouldn't do anything about it. We are just suppose to be fine with losing $50. That is unacceptable. Manager didn't call me back yesterday like she said she would and when I called today, she said she'll call back. Paying with a card there should be a way to show that we bought it as well as the cameras they have should show that we didn't get it. Your customers should be treated better than that.

  

  Business Response

  Date: 12/31/2024

  Hi there, we'd like to close complaint with ID: ********. I was able to assist this guest with tracking down the $50 gift card, which we reissued in an electronic gift card delivered to the e-mail address provided, as well as sent the guest a $15 gift certificate in place of the $5 bonus card she should've received at the restaurant for her purchase. 

  Thank you!

   

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to dinner on 11/15/24 and had an awful experience. I submitted complaint with restaurant manager the Tuesday after. Manager was dismissed my complaint and no offer to compensate for the poor experience. Wrote a letter to Texas Roadhouse headquarters to push my complaint further up the chain of command. Have not received any response from Texas Roadhouse. I am still seeking a refund for the unacceptable dining experience and subpar quality of the meal. Since I made a complaint online and wrote a detailed letter explaining the deplorable experience, Texas Roadhouse should be fully aware of the situation. I also offered proof of the transaction since the manager implied I was being untruthful.

  

  Business Response

  Date: 12/31/2024

  Hi there, we would like to close complaint with ID: ********. After partnering with the upper management team of our Muskegon MI location, I reached out to the guest to apologize for her and her family's meal, as well as not hearing back after contacting our Guest Relations Team. I assured the guest that this has been addressed with their team, as well as our supervisors to ensure this does not happen again. We also issued the guest a $75 gift certificate in the hopes that the guest will bring her family back for a meal and have the legendary experience expected. 

  Thank you!

• Initial Complaint

  Date:12/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 27, at 7:58 I went online to place my order, few minutes later I got a text my order ready at 8:24, I only live 10 minutes from the restaurant, and it gives me time to get there. As I was putting on my shoes to leave at 8:02 I received another text telling me my food was ready, I told myself unless someone at the restaurant had ESP it's no way my food should be ready. I called and was told my food was ready. I told the young man, I need to speak with a manager. The young man left me on hold. Once I got to the restaurant, I went to the window and saw him with the phone in his hand and ask him why he left me on the line, he started to laugh walked away. At this point, I'm pissed and went inside to speak with a manager. As I was speaking with the lady who was concern and explaining the process and told me that they fix me another meal, I was noticed this older man standing in front of me and a policeman was sitting on the other side. Not once did he say he was a manager; I had to look at his name tag. I'm upset about my food so I ask him for the general manager number, not once did he look at me. He looked at the counter and said give her the card. I'm talking to him, and he never once acknowledge me. He treated me like I didn't exist which made me more upset, so I told him to cancel my order and refund me my money. I then asked me for something from him to say I was supposed to receive a refund, still not looking at me stating you should get it on your card 2 to 3 days, you have the general manager card. I said, but that does not say anything about my refund. He had a nonchalant attitude never once looking in my direction when I spoke to him. The PO looked at him, probably couldn't believe his attitude toward a customer. I never felt so disrespected. I don't believe in violent, but what I can tell you now, I am so glad I didn't have a weapon. This man is the reason why people hurt someone when they treat you like your invisible and your feeling don't matter.

  

  Business Response

  Date: 12/31/2024

  Hi there, we would like to close complaint with ID: ********. ***, the Managing Partner of Bowie, MD reached out and spoke to this guest directly via phone this afternoon, 12/31/2024 and resolved the concerns with the guest. 

   

  Thank you!

  Customer Answer

  Date: 01/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not spoken to the general manager and why would they say they has spoken to me. No one gave me a call but I will call him on Monday Jan 6, 2025
  
  
  
  Sincerely,
  
  
  
  *** ******

  

  Business Response

  Date: 01/08/2025

  Hi there, we would like to close complaint with ID: ********. We have verified a refund was submitted for this guest on the date requested, 12/27, and the guest should've received an e-mail stating this refund to ********************, unless the guest opted out of e-mail notifications regarding their order. Our system shows the guest did select to opt-out, so they may not have received the refund notification. I have attached the PDF of the refund confirmation. We have also partnered with the Managing Partner and upper management team of our Bowie, MD location to ensure our guests are receiving the legendary customer service that we're known for. 

   

  Thank you! 

• Initial Complaint

  Date:12/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/26/2024 I tried to order online your website was down and would not process my payment.
  
  I then had to call and order by phone and I always get the four-piece fish potatoes and salad. The agent told me they were out of potatoes and mashed potatoes so I got the macaroni and cheese. She said the food would be ready at 9:17pm.
  
  I arrived at 9:10pm I asked agent for extra lemons she came back with a slice a lemon I said wow.
  
  I gave my grandkids my macaroni and cheese when they opened it it was macaroni with no cheese. I started to eat my fish, fish cold.
  
  I called to speak to the manager he tells me to drive back when I have already wasted time and gas the first trip. I told him no I’m almost home.
  
  Then the manager tells me he is going to email me a coupon for a free appetizer. At that point I was offended because I no he would not have done other peoples poorly like me.
  
  I advised him to keep his coupon and I will make a complaint to the corporate office because this twice my fish was cold.
  
  Then the manager became very obnoxious he became overly aggressive and rude towards me when I patronized this restaurant weekly. He made me feel very uncomfortable this experience was negative from the beginning.
  
  I would have appreciated an appetizer but it was if he was down playing my feelings, my money and my time.

  

  Business Response

  Date: 12/28/2024

  Hi there, we'd like to close complaint with ID: ********. The manager at New Albany, OH spoke to this guest directly to ensure their feedback is addressed. The guest did not request compensation, and they resolved with the guest directly. 

   

  Thank you!

  Customer Answer

  Date: 12/30/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.